This inaugural scorecard, weighted based on responses to a primary consumer survey, ranks the four largest US neobanks by user count according to their advanced mobile banking capabilities. The report presents detailed benchmarking data on the availability of 47 mobile features, selected by analysts based on the features’ propensity to help neobanks differentiate themselves from competitors. It is a companion to the 2020 US Mobile Banking Competitive Edge Report, which ranks the 25 largest US financial institutions by assets.

This annual scorecard, weighted based on responses to a consumer survey, ranks the 25 largest US financial institutions by assets by their mobile banking capabilities. The report presents detailed benchmarking data on the availability of 42 mobile features, selected by analysts based on the features’ propensity to help financial institutions differentiate themselves from competitors.

This report will cover eight key pivots B2B companies made during the coronavirus pandemic and explore lessons learned and considerations moving forward.

Every touchpoint a consumer has with a brand—be it a TV ad, a social media post, a call to customer service or a branded end-cap—is part of the customer experience. For years, marketers and their companies have been working hard to make the sum of those experiences as cohesive and value-additive as possible. But like many marketing efforts, such endeavors are often met by taking two steps forward, one step back.

It’s official: WhatsApp Status ads are coming, likely sometime in 2020. And though paid advertising is just one piece of the puzzle for companies looking to connect with customers on WhatsApp, it’s a major change for the chat app, which has so far remained ad-free.

This report series explores how companies are building a data-driven, 360-degree customer view to support relevant customer experiences across every touchpoint.

Marketers are looking to chatbots to help personalize the automated aspects of customer service, but many believe the technology still has some ways to go before catching up with their expectations.

Mundane concerns like getting a quality product or service at a good price are still the biggest drivers of brand loyalty for US internet users.

In this on-demand Meet the Analyst Webinar, eMarketer principal analyst Lauren Fisher breaks down how successful companies make sense of customer engagement by mapping the customer journey and examining the metrics that matter.

Customer service can make or break a company's reputation. It's also a leading reason why consumers choose to abandon a retailer and take their money elsewhere.

Due to the growing number of channels available and younger consumers reaching adulthood, expectations for customer service have been changing.

It's been established that consumers aren't crazy about chatbots for customer service needs. But according to a new study, consumers aren't enamored with any other customer service channel either.

As artificial intelligence becomes more embedded in everyday experiences, it's logical to assume that consumers are growing more comfortable with it. But while consumers may be open to chatbots in theory, many still prefer to interact with a human customer service agent.

Companies should have a rubric in place to evaluate and essentially score or rank their current customer set. Such a framework allows marketers and all customer-facing teams to align on how to best serve and grow each individual account in a profitable manner.

This report examines how B2B marketers and other customer-facing teams should approach their customer growth efforts.

For as much as you hear customer service horror stories, according to an August 2018 survey by call center tech provider Genesys, 94% of US internet users considered their last customer service experience to be positive.